FREQUENTLY ASKED QUESTIONS

Primeclass is a personal passenger assistance service scheme set up to make all traveling processes easier, such as offering personal meet & assist, transfer and hotel-ticket reservations through a boutique service mentality.

Primeclass is available Ankara Esenboga and Izmir Adnan Menderes airports as well as Batumi and Tbilisi in Georgia, Enfidha in Tunisia, Skopje and Ohrid in Macedonia.

Bookings can be made by emailing your flight details via primeclasssales@tav.aero 24 hours prior to your flight. Booking procedure may vary at service points outside Turkey*

Menus vary between location and guests are advised to check them with lounge team. Food and Drink menus are subject to availability and seasonal changes. As a responsible purveyor of alcohol within the airport, our lounges may change the timetable to serve alcohol in order to monitor the number of alcohol related incidents within the airport.

The meeting points for International Departure Service are as follows: Ankara- Entrance “D” and Izmir Entrance “A”. Passengers are required to arrive at the meeting points 2 hours prior to the flight. The meeting points for Arrival Service at Ankara Esenboga airports are situated by the exit of the passenger boarding bridge or by the “primeclass Meeting Point” sign within the terminal if the aircraft parks at the apron.

The meeting points for Domestic Departure Service are as follows: Istanbul- Entrance “Main Terminal Entrance”, Ankara- Entrance “D” and Izmir Entrance “A”. Passengers are required to arrive at the meeting points 2 hours prior to the flight.

The payment is required during booking over the phone or via bank transfer prior to the service.

Yes. We offer family discounts for families of 3 or more. Group discount is also available for groups of 5 or more. Please email via primeclasssales@tav.aero for details.

Children traveling “alone” are charged individually. Services are free for children up to 2 years old.

No extra charge is applicable for Ankara and Izmir. The booking is confirmed subject to availability.*

You can make changes in your reservation in cases of problems arising from the airline. Changes required due to other reasons must be communicated to primeclasssales@tav.aero minimum 24 hours in advance.

In accordance with the aviation regulations, all flight and security transactions are completed with the passenger present.Primeclass Hostesses provide assistance during transactions.*

Yes, however the applicable fee is not included in the Primeclass charge.*

The transfer service is not included in the Primeclass. You must inform during reservation that you require transfer service which is charged separately.

Apron transfer is a service entailing the transfer of the passenger to the terminal in a private when the aircraft parks at the apron. You must inform during reservation that you require apron transfer service. Apron transfer service is available only at Ankara airports when flying with Turkish airlines. A service fee of 55 € + VAT is charged prior to the service.

The parking position of aircraft becomes clear within the last few minute. If the aircraft parks by the passenger bridge and the transfer service is not needed, then the fee is refunded.

All food and beverage available at the lounges are free of charge

Alcohol is available at Primeclass Lounges. The content of the services may differ between lounges.

Certainly. We are open to all airport users irrespective of airline or class of travel.

Yes, you can leave and return. For security reasons please take your baggage with you whenever you leave the lounge.

0-2 aged children enjoy the lounge service free of charge.

Your baggage is more than welcome to be kept in our lounge during your stay with us. However, while you are not using our services, please keep the baggage with you due to security reasons.

Yes you can, and also you have a chance to pay and use the lounge upon arrival without reservation.

Smoking is not permitted in any of the lounges. But There is terrace where you can smoke nearby Comfort Lounge.

We have wireless internet access. You will be able to see facilities each lounge has to offer prior to making your booking. Please choose the lounge from the location list on the website.

All amendments must be made at least 6 hours prior to the booked date and time by emailing us at primeclasssales@tav.aero. Otherwise, we will not entertain changes. Cancellations should be made in writing by email at least 6 hours prior to the booked date and time in order to receive a refund. No refund will be entertained if cancellation is sent less than 6 hours prior to the booked date and time.